Here's how your case travels from our evidence room to your door, and what happens if something goes wrong.
How a case ships
A case arrives as a series of boxes and envelopes. Box 1 ships after you order, usually within a few business days. Each later delivery is triggered by your detective's progress in the portal, so it ships when they're ready for it. Your parent view shows what has shipped and what's waiting.
Where we ship
We currently ship to the destinations offered at checkout. Shipping costs and any available options are shown at checkout before you pay.
Delivery times
Most deliveries arrive within a week of shipping, depending on the destination and carrier. We email you when each box ships. Because the pace of a case follows your detective, there's always a little slack built in: a box rarely holds up play.
Gifts
Gift orders ship to the recipient's address. Every later delivery for that case goes to the same address. If the recipient moves mid-case, contact us with the new address.
Lost or damaged deliveries
If a box hasn't arrived within two weeks of shipping, or arrives damaged or missing an item, contact us with your order number (and a photo, for damage). We'll replace the missing or damaged items free of charge.
Returns and refunds
- Changed your mind before Box 1 ships? Contact us and we'll cancel the order for a full refund.
- If Box 1 is unopened, you can return it within 30 days of delivery for a refund of the case price, less return shipping.
- Once a case has been started (the credential has been used or the box opened), we can't accept a return, because the portal and evidence have been used. If something isn't right, tell us and we'll work to fix it.
- Refunds go back to the original payment method, usually within 5 to 10 business days of approval.
Address changes
Need to change the address for future boxes? Contact us before the next delivery is triggered and we'll update it.
Questions about this page? Contact us →